Customer Satisfaction Statistics for 2026: Global Trends, Industry Benchmarks, and Consumer Behavior

In 2026, customer satisfaction drives business survival amid rising expectations for seamless, personalized experiences across digital and human channels. Consumers demand trust, efficiency, and value, with poor experiences leading to rapid brand switches and lost revenue. Businesses face challenges like AI shortcomings and survey fatigue, yet opportunities exist in balancing technology with human connection.

This article compiles over 60 customer satisfaction statistics from recently published data within the last two years. Organized into key sections, it draws from primary research by firms like Qualtrics, Forrester, and KPMG to provide verifiable facts for strategic reference.

Scope & Methodology

Includes only publicly available customer satisfaction statistics relevant for 2026.
Based on the latest figures published within the last two years.
Sources include primary research, first-party platform data, institutional studies, and industry reports.
Each statistic is listed separately with its original source and study context.
No estimates, forecasts, interpretations, or recommendations are included.

Key Customer Satisfaction Statistics for 2026

Satisfied customers are 4.1x more likely to recommend a brand, based on a 2026 study by Qualtrics.
Satisfied customers are 3.8x more likely to trust a brand, based on a 2026 study by Qualtrics.
Satisfied customers are 2.3x more likely to purchase more, based on a 2026 study by Qualtrics.
99% of consumers say customer service influences their buying decisions, based on a 2025 study by The Futurum Group.
74% of consumers rate customer service as very important or essential, based on a 2025 study by The Futurum Group.
70% of customers abandon a brand after just two bad experiences, based on a 2025 study by Emplifi.
72% of customers switch after three or fewer poor interactions, based on a 2025 study by The Futurum Group.
53% of customers stop doing business with a company due to being kept on hold, based on a 2025 study by The Futurum Group.
54% of customers leave a brand when they have to repeat their issue multiple times, based on a 2025 study by The Futurum Group.
21% of brands scored lower in the 2025 Global Customer Experience Index, based on a 2025 study by Forrester.
Only 31% of executives strongly agree their customers are satisfied most of the time, based on a 2025 study by Forbes.
Just 25% of customers said they were very satisfied with their last service interaction, based on a 2025 study by The Futurum Group.

Adoption and Usage Statistics

AI-powered customer support scored -12 points on ease of use and convenience, based on a 2026 study by Qualtrics.
AI-powered customer support scored -10 points on saving time, based on a 2026 study by Qualtrics.
AI-powered customer support scored -10 points on providing useful ideas or information, based on a 2026 study by Qualtrics.
13 points more consumers reported no benefits from AI-powered customer support, based on a 2026 study by Qualtrics.
53% of consumers worry AI-enabled support poses privacy risks, based on a 2026 study by Qualtrics.
50% of consumers miss the human touch replaced by AI support, based on a 2026 study by Qualtrics.
AI chatbots help reduce customer service costs by 30%, based on a 2025 study by KPMG.
94% of respondents want companies to adopt AI in contact centers, based on a 2025 study by Futurum.
61% of customers are hesitant to trust AI systems, based on a 2025 study by KPMG.
74% of organizations are increasing their CX investments, based on a 2025 study by Capterra.
70% of organizations are increasing their number of CX-focused staff, based on a 2025 study by Capterra.

Audience and Behavioral Statistics

Only 3 in 10 respondents explain why they leave a brand, based on a 2026 study by Qualtrics.
15% fewer consumers post on social media after a bad experience compared to five years ago, based on a 2026 study by Qualtrics.
29% of consumers are less likely to share feedback directly, based on a 2026 study by Qualtrics.
30% of consumers do not tell anyone about a bad experience and just switch brands, based on a 2026 study by Qualtrics.
73% of consumers will switch to a competitor after multiple bad experiences, based on a 2025 study by Zendesk.
56% of customers rarely complain about a negative customer experience, based on a 2025 study by Zendesk.
Globally, businesses lose $3.7 trillion annually due to poor customer experiences, based on a 2025 study by HubSpot.
74% of U.S. customers reported a bad service experience in 2022, based on a 2025 study by WSJ.

Channel Performance Statistics

Good value for money is the leading factor driving customer choice, based on a 2026 study by Qualtrics.
39% of consumers believe organizations use their personal information responsibly, based on a 2026 study by Qualtrics.
30% of consumers are comfortable with learning habits and remembering website behavior for personalization, based on a 2026 study by Qualtrics.
27% of consumers are comfortable with predictive ordering, based on a 2026 study by Qualtrics.
16% of consumers are comfortable with device listening or watching, based on a 2026 study by Qualtrics.
32% of consumers are comfortable with none of the above personalization methods, based on a 2026 study by Qualtrics.

Conversion and Acquisition Statistics

Global net spending intentions show an 18 percentage point higher pullback than those planning to spend more, based on a 2026 study by AlixPartners.
In China, net spending reduction is 8 percentage points for 2026, based on a 2026 study by AlixPartners.
In the United States, consumers prioritize saving extra money, up 4 percentage points from 2025, based on a 2026 study by AlixPartners.
In France, 33 percentage points net are likely to spend less in 2026, based on a 2026 study by AlixPartners.
Non-food retail shows the largest projected decline at -24 percentage points globally, based on a 2026 study by AlixPartners.
Eating and drinking out category shows -21 percentage points contraction, based on a 2026 study by AlixPartners.
Travel category expected -9 percentage points net reduction, based on a 2026 study by AlixPartners.

Trust, Influence, and Perception Statistics

Overall American Customer Satisfaction Index dipped to 76.9 in late 2025, based on a 2025 study by American Customer Satisfaction Index.
The Global Customer Experience Excellence study captures perspectives from over 80,000 consumers across 16 markets, based on a 2025-2026 study by KPMG.
The 2026 Global Consumer Experience Trends research surveyed 20,000 consumers across 14 countries, based on a 2026 study by Qualtrics.
The 2026 Global Consumer Outlook surveyed more than 13,000 consumers across nine countries, based on a 2026 study by AlixPartners.

Customer Value and Retention Statistics

Grocery category shows the lowest loyalty among consumers, based on a 2026 study by AlixPartners.
Fitness and wellness category shows the highest loyalty, based on a 2026 study by AlixPartners.
Non-food retail switching influenced by service, selection, and omnichannel experience, based on a 2026 study by AlixPartners.
Travel switching differentiated by safety and end-to-end experience, based on a 2026 study by AlixPartners.
Eating and drinking out influenced more by reviews and recommendations, based on a 2026 study by AlixPartners.

Revenue and Business Impact Statistics

Businesses lose an estimated $3.7 trillion annually globally due to poor customer experiences, based on a 2025 study by HubSpot.

Regional or Geographic Statistics

In the UK, consumers report high levels of experience fatigue leading to cutbacks, based on a 2026 study by AlixPartners.
In DACH region, consumer frugality continues in 2026, based on a 2026 study by AlixPartners.
In Italy, net spending decline widened by 2 percentage points to 17, based on a 2026 study by AlixPartners.
In Middle East (Saudi Arabia and UAE), consumers anticipate 5 percentage points net spend increase, based on a 2026 study by AlixPartners.

Industry-Specific Statistics

73% of consumers switch after multiple bad experiences in customer service, based on a 2026 study by Zendesk.
The State of Customer Experience 2026 report covers leading companies simplifying communication, based on a 2026 study by CSG.

References

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